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Five Star Service, One Star Budget: How to create magic moments for your customers that get you noticed, remembered and referred by Michael Heppell

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Chapter . Introduction

If you were to make a list of all the best experiences you have enjoyed as a customer and then wrote next to each one what it actually cost in financial terms, you would find that the very best customer service costs little or nothing at all. Five star customer service is more about the right mindset than a big chequebook, it’s about ways of doing things that make customers feel brilliant rather than buying a fancy fascia or a new logo.

You, like me, probably love five star service – it makes you feel special, liked or even loved. When you receive it you not only feel good, you become forgiving and above all you tell people about it.

And that’s the key. People talk about really great service and really poor service but rarely ...

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